Customer Experience Associate I

At Banner Life Insurance Company, we lead with heart and ambition. Every day, we transform purpose into progress, guided by our unwavering commitment to be better for our customers, clients, and communities, not just today but long-term as well. Our people are the driving force behind everything we achieve. Their passion, purpose, and pursuit of innovation empower us to deliver cutting-edge solutions that support those we serve, ensuring we are here for you, here for good and striving for better.

We're a forward-thinking company energized by our work and how we show up for one another. Our culture is built on meaningful impact and genuine enjoyment, because we believe great work and great experiences should go hand in hand. By offering career development opportunities, comprehensive benefits, and programs that support your wellbeing, we help you thrive personally and professionally. We are here for you, here for good and here for better.

The Customer Care Associate will provide prompt, accurate, and exceptional customer service by managing all inquiries and follow-ups in a timely manner while meeting or exceeding pre-defined department and company standards.

Handle all inbound/outbound phone calls and written communications from internal/external inquiries while maintaining a positive, empathetic and professional delivery.
1. Manage and control internal/external escalated issues, identify when appropriate transfer needed to a Team Lead or Manager.
2. Consistently meet the pre-defined department goals for calls per hour, average handle time, aux time, productivity and quality.
3. Ability to learn and accurately navigate Customer Care applications (ECT, LifePro, Microsoft Word) to respond to customer inquiries and generate correspondence.
4. Review and process tasks within pre-defined productivity and quality standards.
5. Keep accurate policy records of customer interactions, transactions, comments and
6. Lead the team in identifying Sales Opportunities for Direct to Consumer opportunities
7. Collaborate with Workforce Planning to ensure capacity plan is maintained in order to meet Service Levels.

Education

• High school diploma or equivalent
• College preferred
• ACS 100 preferred

Experience/Knowledge

• 3+ years of experience in a customer service/administrative related position
• Knowledge of life insurance products
• Life, Property and Casualty or Health insurance experience preferred

Skills

• Excellent communication skills, both verbal and written
• Excellent attendance and punctuality
• Ability to remain calm
• Strong customer service skills
• Analytical and technical skills
• Strong organizational skills and ability to prioritize
• Ability to work in fast paced environment
• Detail oriented
• Ability to work independently, as well as within a team environment
• Effective decision making skills
• Typing 50 WPM

What's in it for you?

The expected hiring compensation range for this position is $48,500- $53,000 annually. This is a hybrid role, requiring onsite reporting three days per work week with flexibility of work from home days the remaining two.

The total compensation package for this position may include other elements, such as a sign-on bonus, long term incentives, and annual bonuses. This role is eligible to participate in the Banner Life Insurance Annual Incentive Plan. The current target payment for the position is 3% of base salary, modified for corporate and individual performance. Bonuses are pro-rated based on start date. This role has 10 vacation days and 10 sick days that are accrued on a bi-weekly basis. Employees also have 9 paid holidays throughout the calendar year.

We have a competitive compensation and benefits package focused on your overall wellbeing. Employee benefits include health, life, and dental insurance; 401K with company match up to 6% as well as a pension package; generous time off; and wellbeing initiatives throughout the year (we like doing fun stuff). We're big on professional development and we'll support and mentor you in your career progression and expect you to help us pay it forward by helping us develop tomorrow's leaders and growth-focused professionals. We value our teams and our communities and believe in giving back. Enjoy time off to volunteer for those causes that matter most to you!

If hired, employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. The Company reserves the right to change benefits plans at any time.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.